Welsh Water, the sixth-largest regulated water and sewerage company in England and Wales, is responsible for delivering high-quality drinking water to over three million people and efficiently managing wastewater. As the only “not-for-profit” water company in England and Wales, Welsh Water (Dŵr Cymru) is deeply committed to delivering the best possible service at the lowest cost.
In 2018, Welsh Water partnered with S A Partners to create and deliver a bespoke leadership programme aimed at:
- Establishing a standard leadership competency framework and language across Welsh Water, equipping leaders with the necessary tools and coaching to apply these effectively.
- Bringing the company’s core values and behaviours to life by embedding them into team practices.
- Supporting the organisation’s improvement programmes to meet the future challenges of its Asset Management Plan (AMP).
The programme was carefully designed to align Welsh Water’s organisational needs with the outcomes required by the Lean Competency System (LCS). It featured training in key leadership practices, one-on-one coaching, concept testing, and a certification process based on self-reflection and demonstrated improvements.
Prior to the programme’s launch, the entire Senior Leadership Team participated in workshops to ensure alignment with the course objectives and deliverables. Feedback from these sessions was used to refine the programme, and a commitment was made that all leaders would complete certification.
Activity
The leadership development programme was ambitious, targeting Welsh Water’s leadership community. Of over 3,500 employees, 20% hold leadership roles. Recognising the logistical challenges of training all leaders within a single year, the programme aimed to train 150 leaders annually. By the beginning of 2025, more than 600 leaders across 56 cohorts had successfully attended the course.
Key components of the programme included:
- Monthly Reporting: Progress was tracked and reported through metrics such as attendance, candidate experience, leadership skill development, and business impact. Insights from these reports allowed for continuous improvement of the programme and identification of potential rising stars within the organisation.
- Training and Coaching Framework: The programme provided a balanced focus on the “why,” “how,” and “what” of leadership. Leaders were trained in both the mechanics and dynamics of change, following a competency framework grounded in Welsh Water’s core values.
- Self-Reflection Portfolios: Candidates compiled portfolios detailing their personal and professional growth, as well as tangible improvements they had implemented, as a requirement for certification.
The onset of the COVID-19 pandemic in 2020 brought unexpected challenges, necessitating a shift from in-person training to a virtual format. This transition demanded rapid adaptation from trainers, coaches, and participants alike. Despite these challenges, the programme maintained its momentum and continued to benefit the organisation.
Impact
The programme’s ability to foster collaboration among leaders from different parts of the business created a unified leadership culture that empowered individuals to motivate their teams and drive organisational success.
Notable outcomes included:
- Enhanced Leadership Competence: Leaders demonstrated improved capabilities in customer management and adopted daily habits focused on continuous improvement.
- Core Leadership Skills: Leaders developed proficiency in instruction, mentoring and delegation, underpinned by strong communication skills in speaking and listening.
Welsh Water now boasts a cadre of highly skilled leaders equipped to drive meaningful change, ensuring the organisation is well-positioned to meet the needs of its people, customers, and the environment. The programme has not only strengthened the leadership community but has also laid a solid foundation for long-term success.
For more information contact:
Ailsa Carson
Phone: +44 (0) 783 222 3453
